Customer Service Manager

We’re a European international company that recently opened our new office in Lisbon. After successfully welcoming our first team members over the past few months, we’re now excited to grow further! That’s why we’re looking for a dedicated Customer Service Manager who’s fluent in English and either German or French to join our journey and help shape this next chapter with us.

You will be leading a team of dedicated Customer Service Representatives and your responsibilities will be as follows:

Team Leadership

• Lead, coach, and develop a multilingual team of agents.
• Set and track KPIs
• Conduct regular performance reviews and support agent growth.

Service Quality & Escalation Handling

• Ensure high-quality customer interactions across calls and emails/tickets.
• Review tickets/calls for quality assurance.
• Resolve escalated issues with professionalism and empathy.

Operations & Process Optimization

• Oversee scheduling and ensure adequate team coverage.
• Monitor ticket flow and implement process improvements.
• Maintain and update SOPs and knowledge base content.

Performance & Reporting

• Track and analyze key service metrics.
• Provide regular reports to senior management (remote)
• Identify trends and suggest service enhancements.

Multilingual & Cross-Functional Collaboration

• Guarantee service consistency in English, French, and German.
• Support internal teams with customer insights and feedback.
• Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.

Continuous Improvement

• Drive initiatives to improve customer satisfaction and team efficiency.
• Promote best practices and innovation in customer service delivery.

Requirements

• Empathetic Leadership
• Resilience & Calm Under Pressure
• Strong Multilingual Communication
• Analytical & Solution-Oriented Mindset

Benefits

• Competitive package
• An opportunity to be part of a dynamic, international team
• A role in a growing company with potential for career advancement
• A supportive work environment that values collaboration and innovation